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Genesys Cloud Implementation Exam Questions and Answers
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Genesys Cloud Implementation Exam Questions and Answers
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Genesys Cloud Implementation ExamQuestions and Answers
What are the features of the Contact Center? - Answers -1. Automated Call Distribution
(ACD)
2. Real-time and historical reports
3. Options to integrate Customer Relationship Management (CRM) software like
Salesforce or Zendesk, or generally to HTTP REST services
4. Supervising tools for Quality Management and Workforce Management
Who uses the collaborate feature? - Answers -Every member of the organization,
regardless of their role, uses the Collaborate features. Those requiring telephony
services use the Communicate features.
What roles have contact center communications responsibilities? - Answers -1. Contact
Center Agents
2. Supervisors
3. Telephony Administrators
4. Super Administrators
What is the difference between a Collaborate and Communicate License? - Answers -
Collaborate license is free for users and Communicate requires a license to run.
What are the three license types available? - Answers -The requirements of the
organization determine which license best meets their needs:
Genesys Cloud 1: Genesys Cloud 1 offers features for organizations that require basic
voice-based support in their contact center.
Genesys Cloud 2: Genesys Cloud 2 offers features for organizations that require
multichannel-based (excluding social media) support in their contact center.
Genesys Cloud 3: Genesys Cloud 3 offers features for organizations that require
multichannel-based including social media along with Workforce Management in their
contact center.
What is a named license? - Answers -A billable named user is anyone that has logged
in to the Genesys Cloud service at least once during the billing period. The user type
billed is the highest level license they were assigned during the billing period.
, What is a Concurrent license? - Answers -Concurrent is a license that can essentially
be shared. These licenses are invoiced based on the peak number of users active on
the platform within a billing cycle.
Does Genesys support a mix of named and concurrent license types? - Answers -No
Concurrent billing in Genesys Cloud is limited to: - Answers -organizations that are
contained within a single geographic region.
What are the advantages of unified collaboration within a large organization? - Answers
-1. Instant communication with the coworkers enables you to accomplish complex tasks
in a short time. Therefore, the productivity and performance of the organization is
enhanced.
2. Instant messaging costs are significantly less than long-distance phone
conversations.
3. Unified collaboration brings different teams together easily under one umbrella like a
chat room.
What is the maximum size of a file that can be uploaded? - Answers -2 GB
What are the regions available in Genesys Cloud? - Answers -- Americas (US East)
- Americas (US West)
- Americas (Canada)
- Asia Pacific (Seoul)
- Asia Pacific (Sydney)
- Asia Pacific (Tokyo)
- EMEA (Dublin)
- EMEA (Frankfurt)
- EMEA (London)
When you access Genesys Cloud through mobile devices, you've access to all the
Collaborate features but: - Answers -very few features of the Communicate.
What is a Division? - Answers -A division is a way to group and segregate objects but
keep them inside the same organization. For example, you can create divisions by
business units, countries, and office locations and then assign configuration objects to
each division.
What are the six major steps of configuring Genesys Cloud Collaborate? - Answers -1.
Configure organization settings
2. Configure location settings
3. Add users to the organization
4. Assign roles and permissions
5. Group users together
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